first uk bus: regional report: scotland illuma research ltd richmond bridge house 419 richmond road...
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First UK Bus:Regional Report: Scotland
Illuma Research Ltd
Richmond Bridge House
419 Richmond Road
Twickenham Middlesex
TW1 2EX
T: 020 8296 6600
W: www.illumaresearch.co.uk
Customer Satisfaction Monitor: wave 16
September 2009 – December 2010
Wave 16 – December 2010 2
Executive Summary
Wave 16 – December 2010 3
78
78
78
78
79
79
79
80
80
81
82
83
40 50 60 70 80 90 100
Glasgow
West Yorkshire
Manchester
South Yorkshire
Aberdeen
Scotland East
Devon & Cornwall
Midlands
East England / Essex
Berkshire
Hants & Dorset
Cymru / BSA
Overall satisfaction % satisfied, split by OpCo: (Wave 16 - to December 2010)
All areas have been significantly
hit by poor weather in
November & December, but the areas with
highest satisfaction tend to have been hit the hardest (i.e. the range has
become compressed)
Wave 16 – December 2010 4
24
21
-8
-3
-5
-4
-2
-3
79
65
56
59
14
-20 -10 0 10 20 30 40 50 60 70 80 90 100
Overall satisfaction:December 2010
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
N.B. The figures in all the stacked
bar charts are percentages.
80%
82%
79%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
Wave 16 – December 2010 5
46
49
40
34
-22
-19
-17
41
32
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
Is the overall service provided by First Bus improving or getting worse?(results for Wave 16)
= getting worse = staying the same
Net score
= improving
Aberdeen
Glasgow
East Scotland
+17
+10
+21
Wave 16 – December 2010 6
-20 0 20 40 60 80 100 120 140
Driver appearance
Ease of getting on
Safety of driving
Getting a seat
Buying a ticket
Smoothness of ride
Upkeep / condition of vehicle
Overall satisfaction
Driver attitude
Outside cleanliness
Bus stop information
Security on-board
Litter
Comfort of seating
Temperature/ventilation
Legroom
Inside cleanliness
Journey length
Bus stop environment
Service punctuality
On-board info
Space for bags etc.
Service frequency
Value-for-money
Summary of mean scores for each attribute: Aberdeen (Wave 16 - December 2010)
Note: bad weather in November/December has
affected many of the scores
Wave 16 – December 2010 7
-18 -16 -14 -12 -10 -8 -6 -4 -2 0 2 4 6 8 10 12 14 16 18
Smoothness of ride
Buying a ticket
Temperature/ventilation
Safety of driving
Litter
Driver appearance
Ease of getting on
Upkeep / condition of vehicle
Driver attitude
Comfort of seating
Space for bags etc.
Legroom
Value-for-money
Getting a seat
Inside cleanliness
On-board info
Bus stop information
Security on-board
Bus stop environment
Service frequency
Journey length
Outside cleanliness
Service punctuality
Overall satisfaction
Change in mean scores: AberdeenSept 2009 to Dec 2010:
In Aberdeen only 6 attributes have
improved since Sept 2009, although bad
weather is partly responsible for this
month’s poor figures
DECLINING IMPROVING
8
Factors within OpCo control
9
Cleanliness of the outside
32
28
-8
-6
-7
-3
-1
-3
74
47
38
47
22
-20 -10 0 10 20 30 40 50 60 70 80 90 100
75%
70%
69%
Scotland:
First UK Bus overall
Aberdeen
Glasgow
East Scotland
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
10
Cleanliness of the inside
16
22
-10
-8
-11
-4
-2
-3
67
49
50
47
18
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
69%
66%
67%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
11
Upkeep / condition of seats, walls, etc
35
31
-12
-10
-13
-5
-5
-3
77
50
44
48
25
-20 -10 0 10 20 30 40 50 60 70 80 90 100
79%
79%
75%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
12
Amount of litter on the vehicle
24
23
-11
-13
-10
-5
-5
-3
67
44
46
49
21
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
72%
70%
65%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
13
Being able to get a seat
34
40
-4
-9
-3
-2
-4
-1
82
44
45
45 36
-20 -10 0 10 20 30 40 50 60 70 80 90 100
84%
79%
81%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
14
Appearance of the driver
42
45
-8
-4
-5
-2
-2
-1
84
43
42
45
39
-20 -10 0 10 20 30 40 50 60 70 80 90 100
90%
84%
82%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
15
Helpfulness/attitude of the driver
24
32
-10
-12
-13
-3
-4
-3
76
45
49
45
31
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
77%
73%
76%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
16
Smoothness of the ride
23
23
-9
-7
-4
-2
-3
-1
74
53
54
57
21
-20 -10 0 10 20 30 40 50 60 70 80 90 100
80%
75%
76%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
17
Safety of the driving of the driver
40
41
-6
-3
-6
-1
-1
-1
86
45
48
48
39
-20 -10 0 10 20 30 40 50 60 70 80 90 100
89%
88%
84%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
18
Frequency of service today
21
17
-19
-19
-16
-8
-11
-8
59
37
39
40
19
-40 -30 -20 -10 0 10 20 30 40 50 60 70 80
57%
60%
56%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
19
Punctuality of service today
24
21
-15
-12
-15
-6
-4
-3
71
45
48
46
25
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
67%
72%
70%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
20
General on-board information
15
16
-17
-18
-11
-5
-2
-2
59
49
44
42
11
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
58%
59%
60%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
21
Ease of buying a ticket
31
32
-9
-8
-5
-4
-4
-2
72
40
44
44
30
-20 -10 0 10 20 30 40 50 60 70 80 90 100
76%
75%
70%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
22
Personal security on board
23
27
-8
-10
-9
-5
-4
-3
71
50
50
48
22
-20 -10 0 10 20 30 40 50 60 70 80 90 100
75%
73%
72%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly satisfied= fairly dissatisfied = very satisfied
23
Value-for-money of the ticket
14
18
-19
-17
-16
-10
-10
-9
50
37
41
37
12
-40 -30 -20 -10 0 10 20 30 40 50 60 70 80
55%
55%
49%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
24
Factors within First UK Bus control
25
Ease of getting on the bus
39
40
-7
-4
-1
-3
-2
-1
83
47
48
49
35
-20 -10 0 10 20 30 40 50 60 70 80 90 100
89%
87%
82%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
26
Comfort of the seats
20
22
-10
-11
-7
-4
-3
-4
69
47
47
50
17
-20 -10 0 10 20 30 40 50 60 70 80 90 100
72%
67%
64%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
27
Amount of legroom whilst seated
25
26
-10
-13
-15
-4
-5
-5
71
53
47
48
22
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
74%
72%
75%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
28
Space for bags, wheelchairs, buggies, etc.
16
22
-10
-14
-12
-4
-4
-5
60
37
40
37
18
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
59%
56%
55%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
29
Temperature / ventilation on the bus
20
28
-9
-13
-10
-4
-6
-4
67
47
51
39
18
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
67%
71%
65%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
30
Factors within Stakeholder control
31
Length of time the journey takes
22
21
-12
-9
-11
-5
-3
-3
68
41
47
44
23
-20 -10 0 10 20 30 40 50 60 70 80 90 100
65%
69%
64%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
32
Information at the bus stop
29
30
-14
-12
-19
-6
-4
-3
70
47
48
43
25
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
73%
77%
72%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
33
Safety of the bus stop environment
19
18
-14
-14
-12
-5
-4
-3
65
49
46
51
20
-30 -20 -10 0 10 20 30 40 50 60 70 80 90
69%
65%
69%
First UK Bus overall
Aberdeen
Glasgow
East Scotland
Scotland:
= very dissatisfied
= fairly dissatisfied = fairly satisfied = very satisfied
34
Thank You